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    Acuigen helps professional services firms and corporates strengthen client relationships through independent client feedback, strategic insight and key account intelligence

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Acuigen client insight platform preview
 
 

Empowering success through innovative client feedback solutions

Collaborate. Analyse. Action.

 

Welcome

Derek Jones, CEO

Derek Jones, founder and CEO of Acuigen

At Acuigen, we help professional services firms and corporates strengthen client relationships through high-quality, real-time feedback. Our work supports leaders in law, accountancy and advisory firms, and in corporate key account teams, to manage risk, build loyalty and make confident decisions.

Founded in 1993, Acuigen brings over 30 years’ experience to client listening, combining robust research expertise with CustomServe, our client intelligence platform. CustomServe captures and analyses feedback across multiple research methods and languages, helping organisations turn client conversations into clear, actionable insight.

We are proud of our work with leading professional firms and corporates across Europe, the US and Asia, and to be recognised for our quality, security and innovation through independent ISO certifications and industry awards.

At Acuigen, we believe that listening to clients, and acting on their feedback, is fundamental to building stronger relationships and sustainable growth.

Independent client listening for organisations across law, professional services, corporates and the public sector

Over more than 30 years, Acuigen has delivered client listening and feedback programmes for organisations across law, professional services, corporates and the public sector. Confidentiality is central to how we work, so we do not name individual clients, but the range and scale of that work speaks for itself:

  • Global and international law firms, including several of the world's largest by lawyer headcount and revenue
  • Major US law firms ranked in the American Lawyer's AmLaw 200
  • World-leading sector specialists, including the world's largest employment and labour law firm
  • UK top-tier, national and multi-office law firms, and Scotland's largest independent firm
  • UK regional and local law firms across England
  • Offshore law firms and fiduciary, fund and corporate services providers
  • Barristers' chambers and IP and patent attorneys
  • Legal industry bodies, networks and consultancies
  • Accountancy, pensions, insurance and financial services providers
  • A relationship spanning more than twenty English regions with the UK Government's national Business Link business support network
  • Regional development agencies and public sector bodies, including UK Trade & Investment
  • Major corporates across technology, engineering, manufacturing and distribution / Universities

Many programmes have been delivered multilingually, spanning clients across the UK, EMEA, the Americas and APAC, and run for many years.

This breadth, from global law firms and major corporates to national government programmes, reflects more than 30 years of applying the same rigour to client listening, regardless of sector, scale or language.

Vision and Values

To be the centre of excellence providing intelligent, high-quality client feedback services.

Wow our clients

wow our clients

We deliver consistently high standards of service, meeting commitments, managing expectations, and building trust through reliability and sound judgement.

No mediocrity

no mediocrity

We apply rigour to every task, paying close attention to detail and maintaining high standards across all outputs and deliverables.

Innovate

innovate

We invest in learning and development, using insight and experience to improve processes, strengthen capability, and adapt to changing client needs.

Integrity

integrity

We take responsibility for our work, act with professionalism, and uphold honesty, dependability, and ethical conduct in all that we do.

Our Leadership Team

 

Acuigen prides itself on not only having award-winning technology, but also having some of the brightest minds and talent in the client feedback sector.

Chris Lang, Client Services Director

Chris brings over 20 years of experience in client insight and market research at Acuigen, with a deep specialism in client feedback strategy and client listening  for professional services firms and corporates. Widely respected across the sector, Chris is known for his strategic thinking, commercial acumen, and best-practice guidance.

Since 2016, he has led Acuigen’s Client Services and Research teams, playing a pivotal role in shaping and delivering client feedback programmes that drive business development, marketing strategy, and service innovation.

Chris works closely with clients and prospects, helping them design and implement insight programmes that deliver measurable value. He also collaborates with Acuigen’s technical team to ensure the  CustomServe platform  evolves in line with client needs, particularly in areas like AI-powered insight, segmentation, and multilingual research.

He holds an MBA from The Open University, earned while working at Acuigen, and is highly experienced in analysing large datasets to extract actionable insight. Chris is happiest when solving complex CX challenges, with a strong cup of tea in hand.


Contact Chris

 
 
Chris Lang, Director
Nathan Newall, Head

Nathan Newall, Head of Business Development

Nathan brings a wealth of experience in the  customer and client feedback industry , with a strong track record of delivering impactful insight programmes across sectors. His background includes senior roles at the  Institute of Customer Service  and  Ipsos , where he served as Associate Director, managing both national and international research projects.

Widely respected across the professional services sector, Nathan is known for his ability to act as both a  trusted advisor and critical friend , helping organisations embed client listening into their strategic decision-making. He has led  transformational CX programmes  that have delivered measurable ROI and helped businesses put clients at the heart of their operations.

Nathan is highly skilled in  experience strategy , account management, and stakeholder engagement. His pan-sector perspective and hands-on research expertise make him a valuable partner in designing and delivering successful client feedback initiatives.


Contact Nathan

 
 

Tracy Bartlett, COO

Tracy is a highly skilled operations leader and our sustainability champion, with deep expertise in service delivery, quality management, and compliance. As co-founder of Acuigen, she ensures our teams are resourced and agile, enabling the delivery of flexible, high-quality client feedback programmes.

With experience supporting professional services firms across the US and UK, Tracy brings a practical understanding of how to make client feedback and client insight programmes  work in real-world settings. She plays a key role in aligning operational delivery with the evolving needs of leaders, helping clients embed feedback into their strategic decision-making.

Tracy also oversees Acuigen’s international  ISO accreditations , ensuring our services meet the highest standards in quality, information security, and research management.

Outside of work, she has served as a  community first responder , reflecting her commitment to care, responsiveness, and service, values that are central to both her personal and professional life.

  Contact Tracy

 
 
Tracy Bartlett, COO
Andy Page, Non-Exec Director

Andy Page FCMA, Non-Executive Director

Andy joined Acuigen as a Non-Executive Director in 2010, following several years of collaboration with Acuigen as a trusted consultant. He brings a wealth of senior leadership experience, having held roles as General Manager, Operations Director, and Finance Director across the manufacturing, distribution, and retail sectors.

With a strong track record of implementing best-in-class supply chain and operational strategies in the UK, Europe, and the US, Andy provides valuable commercial insight and strategic oversight. He has also worked closely with venture capital-backed businesses, helping to drive growth and create long-term shareholder value.

Andy’s broad industry perspective and financial acumen continue to support Acuigen’s governance, scalability, and long-term strategic planning.


Contact Andy

 
 

Quality and Security: the cornerstones of our approach

 

Our globally recognised accreditations bear witness to our steadfast dedication to information security, excellence in service, and adherence to the highest standards in research management.

ISO 27001

Information Security - Data protection is a paramount concern for businesses of all sizes. Safeguarding your data and personal information is not just a necessity, but a priority. We are proud to hold the international standard ISO 27001:2022 accreditation.

ISO 9001

Quality Management - We are dedicated to delivering the highest quality of service. Our ISO 9001:2015 accreditation demonstrates our ability to provide professional, precise, and well-managed services.

ISO 20252

Research Management - Our ISO 20252:2019 certification forms the foundation of our client feedback services, ensuring quality systems and security are independently assessed.

View our certifications

Careers at Acuigen

 

We welcome  speculative CVs  from individuals who are passionate about client feedback, technology, and delivering exceptional service. If you're interested in working at Acuigen and believe your skills align with our mission, we’d love to hear from you.

Please send your  CV and a short covering email  outlining your skills, experience, and career interests to  Recruit.Me.Now@acuigen.com .  (No agencies, please.)

Current Vacancies

Contact Us

 
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+44 (0) 1234 759800
info@acuigen.com
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Acuigen Ltd
Cranfield Innovation Centre
University Way
Cranfield
Bedfordshire
MK43 0BT
UK
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Acuigen provides independent client feedback and key account intelligence programmes for professional services firms and corporates, helping leaders strengthen relationships, manage risk and make confident decisions. With over 30 years’ experience and 3 internationally accredited quality systems, our work is supported by CustomServe, our client intelligence platform. CustomServe sits at the heart of how we deliver client intelligence, supporting every programme we run.

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